Collections Team Leader

5 months ago

Redfern, Australia IPF Digital Full time

Are you a Collections Team Leader who has experience either working for a specialist collections agency or in house within a financial services company, if so then _keep reading, you may be the person we are looking for. _

**Who are we?**

IPF Digital Australia (trading as Credit24), is part of a global market-leading consumer lending business, IPF Group. With operations also in Europe and Mexico; we thrive to build a better world through financial inclusion by offering fast, simple, and easy-to-access credit solutions to everyday Australians.

We're a team of high energy and passionate people, who pride ourselves on how we work together as a team. We truly believe in the importance of delivering great experiences for our customers, so we keep them at the forefront of everything we do.
We embrace the pursuit of ensuring a great work life balance for all. We work hard, however we acknowledge the importance of flexibility and balancing our internal & external priorities. We also practise a culture of consistently reflecting and celebrating our wins and achievements with one another.

**The role**

Our Collections Team Leader will assist the Payments and Hardship Manager in leading and developing a small team of Collections Specialists towards the achievement of collection revenue targets. The role is responsible for the end-to-end management of day to day collections duties and processes.

**Responsibilities**

Here’s an example of your day to day:

- Responsible for updating and monitoring all collections processes, policies and manuals to ensure compliance and a great customer experience
- Collect relevant documentation for external collections partners
- Preserve customers from payment delinquency and maximizing collection process performance to reach targets (POT, regularization, cash collected)
- Ensuring we are handling customer payment difficulties with sensitivity and tactfulness
- Maintain detailed and accurate records for interactions, contact details, collections work and all other activity, related to the management of customers
- Suggest system or process improvements where possible to increase efficiency and effectiveness
- Responsible for presenting weekly collections data via regularization report
- Assist in managing partner relationships (for example: collection agencies, potential outsourced reminder partners)
- Assist with the launch of new collection projects including testing and execution stage
- Train, mentor and manage team members in the collections department
- Ensure tasks and duties are allocated efficiently to meet monthly regularization/efficiency targets
- Assist with day to day collections duties (for example: dialler, manual calls, payment arrangements etc) as required

**Requirements**:
Here’s what experience we need from you:

- 2+ years experience in a debt recovery or collections agency role as a team leader
- A good understanding of how to communicate effective to get the most out of customer interactions
- Knowledge of phone systems
- Prior knowledge of working with Salesforce is encouraged
- A sound understanding of debt collection and associated legal obligations
- An understanding of Bankruptcy Act; The National Consumer Credit Code (NCCP), The Debt Collection Guidelines; The Privacy Act and The Code of Banking Practice
- Experience interpreting reports and data
- Exposure to creating reports would be helpful, but not essential
- Be self-motivated and commercially minded
- High attention to detail
- Be methodical in your approach
- Be results focused
- Have high personal energy and enjoy a lively environment
- Demonstrated ability to show active listening, effective questioning to build rapport and ongoing relationship
- Employ a professional but firm negotiation style
- Proactive and performance driven nature
- Independent problem-solving abilities and positive attitude
- Ability to display a flexible approach to problem solving issues whilst working within established credit framework
- Ability to work within an ambiguous environment and assist to create appropriate structure and processes

**What we can offer you**
- Global exposure
- Office weekly lunches
- Snack bar
- Friday happy fridge
- Various team building events ️
- A true people first and family culture
- Employee assistance program ️
- Development opportunities
- Hybrid working model - with flexible work from home arrangements

**Sound good?**
- IPF Digital Australia is an Equal Opportunity Employer and we value diversity and inclusion in the workplace. We seek to recruit, develop and retain the most talented people from diverse cultures, perspectives, skills and experiences within our workforce. All employment will be based on merit, competence, performance and business needs._

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